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Cheap revenue raising tactics
Virgin Active appears more interested in sucking as much money out of people as possible rather than improving the experience. I recently cancelled my membership less than 24 hours after their cut off'. This resulted in another entire fortnight being charged to me (despite the fact I haven't been able to come in ~6 months due to the changes in their booking system) and then they've continued to attempt charges, quoting that their contracts specify they can continue debiting even after someone has cancelled the membership. What is the point of t...he cancellation form I wonder? Let alone the fact that you have to physically come into the gym to cancel. The cancellation was prompted by changes to the booking system that affected my ability to a) get into a class and b) be late or not able to make a class. When I advised the team at reception of my troubles in being able to book in because classes were always full I was told "You just have to turn up and wait to see if someone that booked doesn't show up". Sorry what about the rest of the world required to be at work on time? You can't expect people to pay $33/week to wait outside classes 'in case' they get a spot. Managerial interpersonal skills are incredibly lacking. What a disgusting customer experience. The team conducts business in a way geared towards cheap revenue raising schemes rather than attempting to improve customer experience. How these processes are justified is beyond me.
Virgin Active Moore Park appears more concerned in increasing its membership instead of maintaining happy members. The lockers are a disgrace.....many are broken and they had the doors removed but these have now been replaced without being fixed....what message does that send to the members who pay for "world class facilities" (Virgin Active's words) whilst providing "third world facilities". And on top of this they have increased the fees....surely justification of the fee increase should be providing facilities in working condition.
Been a member at Virgin Active Norwest since it first opened. The constant is the prices keep going up. The equipment and the cleanliness going down. Every year the prices increase. 25 % of the equipment is broken and does not get repaired or replaced. The cleanliness of the place is terrible. The floor staff are now non existent compared to 6 years ago. This company is not about members but is all about profits. They don't care.
- Verified customer
Good facilities not good customer care
I am happy with the environment and facilities at Moorepark virginactive but after a week exercising I injured my back in a way that even couldn't walk. When I wanted to ask to freeze my membership for the period I was under medical treatment, they told me was not possible and reminded me terms and conditions. So you should predict your injuries and sicknesses before Sunday otherwise you are not able to freeze your membership for the incoming weeks after that and you should pay for it.
- Verified customer
Good gym but no locker for recharge phone
I used to have membership with Fitness First, now I switched to Virgin because they have variety of Pilates class. However, they don’t have locker for recharging phone while I am attending the class. Also, they don’t help to keep my phone for recharging at reception while Fitness First does. It’s a good gym but it’s not worth for paying 35/week. I’m not happy about lack of modern locker in Virgin. Like small thing make me happy.
Don’t care about personal situations!!!
Reasonably new member to Norwest offer of classes is great but I work and occasionally I can not get a chance to cancel ... nobody cares there are no exceptions to rules virgin is simply out to make money ... nobody ever explained strike procedure figured that out by myself and no one really has time to discuss or make a resolution I have given up unfortunately I have signed up for 12 months don’t make the same mistake!!!
I love the variety of classes at virgin, Pilates reformer to anti gravity yoga, they have it all. The body composition scanner is so handy and I have never had an issue getting a treadmill even in peak times (which is an issue I have had at other gyms). It is definitely not cheap! But you do get what you pay for. It can get busy. The front desk staff are lovely, some of the PT staff are not super great. Definitely do make the most of my membership
Used to be good
Main reason for joining Virgin Active was the classes, particularly Pilates. They used to have an excellent range of classes and instructors. One reason or another the instructors kept leaving and the variety of classes kept reducing. I have got to a point now where I am going to an alternative physiotherapist gym to attend classes (Pilates and strength training) as these are of a much higher standard. The gym is often crowded, gym equipment is often not maintained (spin class bikes) and equipment not updated (stretch bands, etc.). Overall, Virgin used to be excellent, but now I feel they have dropped the ball.
Virgin Active is a great and modern gym. The staff is friendly and helpful. Classes are a great and trainers bring energy and fun to each classroom. The equipment is modern and gives you all sorts of entertainment options as well. The pool, sauna and spa area is great and gives great room to relax after a hard workout. Great place. The downside is the annual fee. Quite pricey.
I always feel excellent at Virgin Active. The staff are incredibly friendly and your group fitness instructors make every class something to look forward to. The regular Zumba instructor, Steph is a lot of fun and I always enjoy her classes and feel great about myself afterwards.
My only complaint is that there are not more classes, particularly between 6pm-8pm and after 10:30am on weekends.
It is a pretty gym but pricey.
The gym is well presented with modern equipment that connects to a fitness app. The facilities are aplenty with a pool, hydro beds (under water lounge chairs that have water jets to massage you) sauna and class specific rooms i.e. spin room, weightless yoga room, pilates room, boxing room and other areas which allow for multiple classes to run at the same time. This is not a traditional gym, the weight training area is small, generally crowded and waiting for equipment is the norm. There seems to be an abundance of staff floating around and th...ey are friendly enough. At $135 a month I found it wasn't value for money for me, as I didn't use the classes (except spin) and the free weight area was frustratingly limited. I didn't renew my membership, but be warned, even if you are no longer in contract with Active, they will make you jump through hoops to cancel.
- Verified customer
Waste of time and money
I joined specifically to go to classes, as advised on my initial tour of the club. There are never any spots in any of the classes I am able to attend, I complained about this multiple times to the staff there and was always assured more classes were coming - they didn't. I went to cancel and was advised I have to pay the cancellation fee as well as another direct debit. They advised they are too big to cater for individual members needs, but not big enough to waive fee's when they did not hold up their end of the contract. If you want to actually be helped on your fitness journey, and not just be another face in the crowd, this is definitely not the gym for you.
- Verified customer
Don't believe a word of it...
I was cajoled into signing up at the Norwest Virgin Active by my then employer. I must admit I wasn't too keen on the whole idea but thought I'd give it a shot.
After waiting 20 minutes for the sales rep, he finally came over to sign me up for a 1 year membership. He also said that within 1 week I would be contacted by staff to put together a training plan. Cause up in the hype I also forked out for 4 personal training sessions. I was assured that they would contact me within 1 week and they would put together a training plan that would suit...
- Verified customer
Great service and wide range of classes
Great staff members
Wide range of equipments and classes.
No dramas while ending the contract
Costly than other gyms but then again you get more equipments and classes along with pool, spa and sauna.
Update : 09/08/2019 - Classes at some of the clubs are getting full way too soon. So unless you plan early its tough to get into popular classes
Worst customer service ever!
So I went to look at the gym today in my corporate clothes before deciding whether to join or not and I was told to wait for a minute and someone would come and show me around. So after waiting 15 minutes and counting at least 8 staff who walked right past me or stopped to have a chat or a coffee, I decided to leave. The staff there didn't even try and stop me, they wished me farewell! Thanks [name removed] and friend for your awesome customer service #kidding in Collins St. today, you saved me a lot of money!
Con artist !
My daughter is a member and there was a special on if she signed up a friend she would get two weeks free and the friend would get $50 off the membership, in the terms and conditions it states that you have three months to sign up after your visit so we went there today after 3 weeks and they said oh no that ended on the 10th of April, we are 7 days to late even though the special started on the first of March, this does not make sense, were is the 3 months it should have finished on the first of June,they were so rude and not interested in any compromise, so we left without signing up, if this is what they are like before you sign up Imagine what they are like once you are locked in.
Excellent gym - keep it a secret!
I love this gym - I switched from FF Platinum after my 4.5years there and this was the best switch I ever made. The VA gym is just like any other Virgin brand product - reliably good. Great, clean, spacious change rooms, top-of-the range fitness equipment (PP, TRX, Kinesis, high quality treadmills and spinning) and their tons of group exercise classes have me coming back week after week and week and week. I love that fact that you have to book your group exercise classes online - if you are booked you have a spot and you dont have to worry abou...t missing out on equipment. I love the fact that they have classes all-day-long: 7am or 630pm start time - take your pick :) I love that the gym floor is not overran by PTs - like in FF where they queue up in front of the treadmills reserving them for their clients. Yes there are PTs but they help anyone - you can walk up to them -especially if they are not in the middle of a session with a client - and ask them a question they will answer and help! They chat with members - not to get an other client but because they are nice people! Great service - I hope they will open more gyms in Sydney soon
Questions & Answers
Does Virgin Active in East Village Zetland participate in the fitness passport ( for NSW Health)?
Hi - I have had to temporarily relocate at short notice and need to cancel my membership - but was told I have to do it in person which is not possible (not without the cost of an airfare added to the mix) - any ideas ?
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